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20 VANISH BRAND

VANISH BRAND

Student number: 1805686

1. Analyze the product / service of the brand in every quality dimension. Describe in detail, in which quality dimension the product / service the company is successful and in which dimensions is not successful. 20 points. 2-3 pages. Vanish being an international market leader in health and hygiene products committed to provide its customers latest information regarding methods to prevent them from COVID-19. Best hygiene practices are required in such pandemic as everyone considers hygiene as a basis for good health and happy lives. Anglo-Dutch organization Reckitt Benckiser (RB) is an owner of vanish brand known for its professional stain removal products in most of the countries such as India, china, Pakistan, Australia, United Kingdom, Russia, Latin America and so on. Now a days, it is a most famous fabric care product all over the world. Vanish Products There are four broad categories of vanish strain removal products such as:

Vanish Oxi Action Liquid

Vanish Oxi Action Powder

Vanish Oxi Action Gels

Vanish PreTreat /Sprays In order to analyze these products with reference to quality, the dimensions of product quality is considered here (Mukami Mugambi, 2015). 1st dimension-Product Features: January 1, 2020

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VANISH BRAND

Student number: 1805686

It is the first dimension of quality that analyze whether the product have a specified features or not to accomplish its goals. Vanish stain removal products designed for food and drink strains, outdoor stains, body stains, clothing stains, and upholstery stains have all the specified features mentioned below to maintain close relationship with its customers 1. Vanish Oxi Action Liquid: The main feature of this vanish Oxi Action liquid is that it is chlorine free and based on Oxygen that makes its unique in terms of high quality as other stain removals have harmful chlorine based liquids. Whereas, Vanish have a quality to remove stains and dirt without affecting the material’s color. Such liquid is works best as it is used to remove tough stains on both white and colored fabrics. Moreover, it has an ability to remove stains in a single wash as compared to others that may take minimum 5 washes. 2. Vanish Oxi Action Powder: This product is based on Oxi Power Lift technology that provided exceptional stain removal results in just a single wash that ultimately leads to reduce customer’s stress as well as expenses. Moreover, it has a feature to remove 99.9% germs and brightens the fabric color as well. 3. Vanish Oxi Action Gel For removing small or tough dried stains, this product works well as it has also Oxi powerlift technology that meets all quality standards. 4. Vanish Pre-treat Oxi Action Spray It also includes vanish carpet and upholstery pre-treat sprays and vanish 3 in 1 carpet (cleaning, refreshing and anti-soiling) and upholstery shampoo that removes all types of strains from fabrics, carpets. 2nd dimension-Product performance: This quality dimension assess whether a product is doing what it is expected to do according to its specified features. Vanish all products are performing successfully in all markets for cleansers that serves as means of good relationship among its target customers as well as suppliers because its products are effectively specified. Thus, it has settled the quality standards for quality stains removal products. Thus, vanish oxi action power lift technological products has enhanced its profitability and brand image for the end-user. January 1, 2020

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VANISH BRAND

Student number: 1805686

3rd dimension-Reliability: As reliability have a close relationship with performance. Vanish products are performing progressively through several years according to the defined specifications. For this purpose, Vanish is continuously developing its products while getting nearer to the Oxi Action formula to remove stains all the time. Higher reliability leading to higher quality standards and brand image of Vanish as it become a stain removal market leader by providing excellent customer services as well as well-developed strain removal products. 4th dimension-Conformance: Such aspect of quality dimension analyze that Vanish Oxi Action products has been conformed to their specifications. Its product design based on oxygen lifter technology to get rid of stains is continuously developed with possessing all the specified features. 5th dimension-Durability In the COVID-19 pandemic, Vanish products has performed well over time with sustainable growth as they have provided warranty for its designed liquids, Gels, cleansing powders and pre-treat sprays that helps to make them efficient strain remover market leader which is appealing to its end-users. 6th dimension-Aesthetics: The product appearance matters a lot for its customers. Vanish slogan is trust pink, forget stains reflects that vanish is the trustworthy brand for its end-users. The pink color shows its brand identity and how it remove stains from the fabric. 7th dimension-Perception Perception in the mind of customers for Vanish Oxi Action products matters a lot for company growth and profits. A good perception leads to superior quality dimensions and customer make repeat purchases that enhanced its profit margin. 2. Define Value Chain (generic definition, Chapter 9). Analyze the value chain of this product / service. Write your recommendations to the CEO what (s)he could do, to achieve higher level of quality. 20 points. 2-3 pages

January 1, 2020

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VANISH BRAND

Student number: 1805686

A business model that is used to define the complete amount of activities required for manufacturing the product/service is called valued chain. It is based on phases used to carry products such as Vanish Oxi Action products from formation to distribution with including all processes. The value chain analysis is conducted by companies with the help of studying detail procedures involved in each phase in order to rise efficiency in production. Thus, maximum value can be added at a lowest cost (Lincoln IV, 2018). Michael porter value chain analysis consists upon primary and secondary activities that are described in the following model. Primary activities are five while supporting activities are four.

Value Chain Analysis Of Vanish Products (Grigorescu, 2015) Supporting activities Vanish

Focus on environmental sustainability and quality assurance

infrastructure strong international leading brand in 2020 Participative management HRM

Incentives as well as profit sharing

Technology

Laverage the advanced stain power lift technology

development low priced products for customers Procurement

Profit Margin

good bargaining power with suppliers

Inbound logistics wide distribution

Operations design

network with vanish large coverage

of

Outbound Logistics

oxi strong global

Marketing and sales

Services in well-positioned highly responsive Gel, powders more than 60 print advertisement and Youtube to customers countries and sprays videos cap on the gels action liquid, presence

sccop with powders

Primary Activities January 1, 2020

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Student number: 1805686

Vanish Primary Activities: In order to manufacture the Oxi Action products, the following activities are conducted known as primary activities. Inbound logistics: The Vanish make availability of raw materials from its oxygen and bright pink plastic container suppliers and distribute it to the different internal business units that adds value to its process. Vanish has extensive distribution network with large coverage, Operations: Here, design of vanish Oxi action liquid, Gel, powders and sprays are transformed into final products. All the stain removal ingredients are assembled and packaged as well. Outbound logistics: All the products are transported from warehouses and delivered to the final customers. Vanish has strong international presence in more than 60 countries all over the world. Marketing and sales: Vanish brand is well-positioned with respect to its product’s performance. Customers perceive vanish as most trusted brand for meeting their laundry cleaning needs. The print advertisement is made by vanish and series of YouTube videos are also launched to promote its stain removal products as well. Services: Customer service activities made by vanish leads to highest values for its customers and consequently helps to achieve success for the organization. Such type of cleaning products have made customers life easy and stress free as every kind of stain can be remove at a reasonable price. While scoop with powder as well as cap on the gels also provided with pretreat sprays that enhance its quality. Supporting activities: These activities provides assistance for the primary activities. These four activities are Company infrastructure:

January 1, 2020

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VANISH BRAND

Student number: 1805686

The company such as vanish conducts quality assurance programs to assess its products quality. Moreover sustainable environmental practices are emphasized by Vanish having strong international brand image. Technology development: Vanish has been leverage the advanced stain lifter Oxi Action technology that leads to develop and differentiate its products. Human resource management: The management of Vanish is very cooperative and have diverse range of skills and capabilities that enhance its high quality culture. Procurement: Vanish has low priced products with strong bargaining power with suppliers that adds value to its business transactions. Moreover, Vanish value chain has been analysed and performed by differentiation advantage approach that is strived by producing high quality oxi action products that have unique selling preposition in terms of superior outcomes for removing tough strains than others. Recommendations to CEO There are some recommendations to CEO of Vanish as High level of quality can be achieved by 

Continuously work with end users to understand their quality requirements that is changing day by day in the current era



Train employees and raise quality management at all levels



Constantly maintains a good relationship with suppliers so that completely quality requirements can be communicated to them.



Extend sustainability management initiatives with suppliers and partners that pay more focus on production testing as well as automation.

3. The company is always trying to be more customer focused. Competition is tough, but the company is enjoying a good market share. Revenues and profit are also satisfying. The CEO says (s)he is very happy with the performance of their products and quality is perfect.

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VANISH BRAND

Student number: 1805686

However, the Board of Directors have some concerns. They hired you as a consultant to give the board an assessment of the situation. BUSN 301 FINAL How can the company be more customer focused? What would you advise the CEO start doing, change or stop doing to become more customer focused, more competitive? (Chapter 5, Chapter 6) 20 points. 2-3 pages As Vanish is already a customer focused company, they made all its Oxi action products while meeting their customer’s requirements. To fix the CEO concerns, the two level strategy should be adopted such as operational level strategy and emotional level strategy that ultimately leads to enhance and maintains honest and effective relationship with its customers (Salyer, 1996). the following advices are given to become more customer focused company such as Enhance and maintains collaboration Maintaining collaboration within team for working together is essential to make a good experience. Vanish sales and supporting teams should also collaborate to provide all the information to customers when it wants to learn about new product but team’s productivity should not be affect by such collaboration. Pay more attention to customers As customers are more valuable assets for every company. Vanish should continuously focusing on their customer’s complaints and inquires effectively. Because if customers are heard well, they will make repeat purchases that ultimately leads to increase growth and profits. Meet customer’s expectations Vanish should make strong communication channel to get awareness about customer’s channels of choice that would enhance customer’s loyalty. Vanish can get demographics of their customers by asking questions through proper channel like what’s app, facebook, sms where easily customer can be find and review about stain removal products can be made. Get response from customers

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VANISH BRAND

Student number: 1805686

To become more customer-focused company, vanish should get feedback from their clients as how much they are satisfied from its stain removing Oxi action products. Vanish also receive reviews of experiences on Amazon and other online platforms. This can also be done more effectively with survey, questionnaire to improve quality of their products. 4. Design a ServQual questionnaire to understand the gap between what customers think and what the company thinks about the product / service performance. 20 points. 1-2 pages. FIVE POINT LIKERT SCALE 1 – Strongly agree 2- Agree 3-Strongly disagree 4- Disagree 5- Neutral Service quality questionnaire are based on 22 items with five quality dimensions (Tazreen, 2012) Sr

Service quality of Vanish

Expectations

Performance

E-P

#1 1. 2.

Reliability Oxi action products are same as promised Liquid, Gels, Powders and pre-treat sprays are error

3. 4.

free Provide the right products whenever required Based on dealing with issues related to customer

5. 6. 7. 8. 9. 10.

1

2

3 4

5

1

2 3 4 5

service Provide stain removal services timely Responsiveness Provide all information to customers when products are available at all markets Likely to respond customer service issue Quick customer service at all markets Willingness to deal with customer complaints Assurance Employees are fast and efficient to facilitate its customers January 1, 2020

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11. 12. 13.

Employees encourage customer’s confidence Employees are courteous and educated Employees have all the information to answer

14.

customer’s questions and make them feel secured Courtesy Employees are paying attention to the customers

15. 16.

attentively Understand particular requirements of customers Flexible and easily accessible business schedules to

19.

clients More emphasis on customer’s interest Provides personal attention to customers Physical aspects Attractive appearance of pink stain lifter containers

20. 21.

and bottles Employees have a professional neat look Well positioned and advertised product’s

22.

advertisement Shopping stores where customers can buy its

17. 18.

products are easily accessible and have neat waiting facilities

5. You will be given a data set (in a separate file). Find the mean, (5 points) Find the median, (5 points) Find the mode, (5 points) Find the standard deviation. (5 points) You must show your work to get full points. Solutions in excel or similar software not acceptable. 20 points. 1-2 pages.

Mean ´ + 21 + 62 + 1+52+ 83+ 46 + 87 + 43 + 15+77 51+ 84 + 0+78 + 28+55+ 10 + 37+13 + 97 X´ = 20 X´

¿

940 =47 20

Thus, mean of team 4 is 47. Median January 1, 2020

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VANISH BRAND

Student number: 1805686

First sorting the data to find the median for team 4: 0+1+ 10 + 13 + 15 + 21 + 28 + 37 + 43 + 46 + 51 + 52 + 55 + 62 + 77 + 78 + 83 + 84 + 87 + 97 20 46 + 51 97 = =4.85 20 20 Mode There is no mode as not a single value is repeating in the given data set. Standard deviation

√

SD =

√ √

∑2

( xi− μ)

N −1

SD=

17,984 20−1

SD =

17,984 19

SD=√ 946.52 SD=30.76

x

x−47

51 84 0 78 28 55 10 37 13 97 21 62 1 52 83 46

4 37 -47 31 -19 8 -37 -10 -34 50 -26 15 -46 5 36 -1

(x−47 )2 16 1369 2209 961 361 64 1369 100 1156 2500 676 225 2116 25 1296 1 January 1, 2020

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VANISH BRAND

87 43 15 77 TOTAL

Student number: 1805686

40 -4 -32 30

1600 16 1024 900 17,984

References Grigorescu, I., 2015. Value Chain Analysis – Basic Element Of An Organization’s Competitive Advantage. International conference KNOWLEDGE-BASED ORGANIZATION, 21(2), pp.318-324. Lincoln IV, C., 2018. Porter Analysis: A Business Strategy of Amazon.com Through a Value Chain and Comparative Advantage Analysis of Amazon's Trademarks and Intangibles. SSRN Electronic Journal,. Mukami Mugambi, J., 2015. Service Quality Dimension in Health Care Service Delivery: The Case for Healthstrat in Kenya. Science Journal of Business and Management, 3(5), p.164. Salyer, J., 1996. Creating a customer-focused business at tennalum. National Productivity Review, 16(1), pp.65-69. Tazreen, S., 2012. An Empirical Study of Servqual as a Tool for Service Quality Measurement. IOSR Journal of Business and Management, 1(5), pp.9-19.

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